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2 Your lecturer for the moduleDr John SummerscalesReader in Composites EngineeringSchool of EngineeringReynolds Room 00811 January 2007MATS326/gurus.ppt

3 Quality: definitions (Concise Oxford Dictionary, 1979)degree of excellencefaculty, skill, accomplishmenthigh rank or social standing(logic) being affirmative or negativedistinctive character (of sound, voice etc.)concerned with maintenance of high quality (quality control)11 January 2007MATS326/gurus.ppt

4 Quality: definition (Bergman and Klefsjö, 1994)“The quality of a product(article or service)is its ability to satisfythe needs and expectationsof the customers”11 January 2007MATS326/gurus.ppt

5 Quality: definition (ISO 8402/ISO 9000)“Quality is the totality offeatures and characteristicsof a product or servicethat bear on its ability tosatisfy stated or implied needs”11 January 2007MATS326/gurus.ppt

8 W Edwards Demingregarded by the Japanese as the chief architect of their industrial success“all processes are vulnerable to loss of quality through variation: if levels of variation are managed, they can be decreased and quality raised”quality is about people, not products11 January 2007MATS326/gurus.ppt

10 W Edwards Deming“Out of the Crisis” is “required reading for every chief executive in British industry who is serious about ensuring the international competitiveness of his company” Sir John Egan (Jaguar Cars) in Director magazine, September 198811 January 2007MATS326/gurus.ppt

11 W Edwards Deming Out of the Crisis (1984)having a satisfied customer is not enoughprofit in business comes fromrepeat customerscustomers that boast about your product and servicecustomers that bring friends with themnecessary to anticipate customer needs11 January 2007MATS326/gurus.ppt

12 W Edwards Deming fourteen points1 create constancy of purpose for continual improvement of products and service2 adopt the new philosophy created in Japan3 cease dependence on mass inspection build quality into the product4 end lowest tender contract: require meaningful quality along with price5 improve constantly and forever every process for planning, production and service11 January 2007MATS326/gurus.ppt

13 W Edwards Deming fourteen points6 institute modern methods of training on the job for all, including management7 adopt and institute leadership aimed at helping people do a better job8 drive out fear encourage effective two-way communication9 break down barriers between departments and staff areas10 eliminate exhortations for the workforce they only create adversarial relationships11 January 2007MATS326/gurus.ppt

14 W Edwards Deming fourteen points11 eliminate quotas and numerical targets substitute aid and helpful leadership12 remove barriers to pride of workmanship including annual appraisals and management by objectives13 encourage education and self improvement for everyone14 define top management permanent commitment to ever improving quality and productivity and their obligation to implement all these principles11 January 2007MATS326/gurus.ppt

17 Joseph Juran empowerment of the workforcequality linked to human relations and teamworkkey elementsidentifying customers and their needscreating measurements of qualityplanning processes to meet quality goalscontinuous improvements11 January 2007MATS326/gurus.ppt

18 Philip Crosby (1926-2001) conformance to requirementsMartin missilesQM at ITT, then corporate VP1979: Quality is FreePhilip Crosby Associates Inc.1984: Quality without Tears“Do It Right First Time”“Zero Defects”11 January 2007MATS326/gurus.ppt

19 Philip Crosby Four absolutes of quality managementquality is defined as conformance to requirements, not as goodness or elegancethe system for creating quality is prevention, not appraisalthe performance standard must be Zero defects, not that’s close enoughthe measurement of quality is the Price of Nonconformance, not indices11 January 2007MATS326/gurus.ppt

20 Philip Crosby1992: “Quality, meaning getting everyone to do what they have agreed to do and to do it right first time is the skeletal structure of an organisation, finance is the nourishment and relationships are the soul”11 January 2007MATS326/gurus.ppt

21 Philip Crosbymanufacturing companies spend around 20% of revenue doing things wrong, then doing them over againservice companies may spend 35% of operating expenses in a similar way11 January 2007MATS326/gurus.ppt

27 Shigeo Shingo Poka-Yoke: mistake-proofingidentify errors before they become defectsstop the process whenever a defect occurs, define the source and prevent recurrence1967: source inspection + improved PYprevented the worker from making errors so that defects could not occurZero Quality Control11 January 2007MATS326/gurus.ppt

29 Kaoru Ishikawa “quality does not only mean the quality of the product,but also of after sales service,quality of management,the company itselfand human life”11 January 2007MATS326/gurus.ppt

30 Kaoru Ishikawa (points 1-7 of 15)product quality is improved and becomes uniform. Defects are reducedreliability of goods is improvedcost is reducedquantity of production is increased, rational production schedules are possiblewasteful work and rework are reducedtechnique is established and improvedinspection and testing costs are reduced11 January 2007MATS326/gurus.ppt

33 Yoshio Kondo Human work should include: creativity physical activitythe joy of thinkingphysical activitythe joy of working with sweat on the foreheadsocialitythe joy of sharing pleasure and pain with colleagues11 January 2007MATS326/gurus.ppt

34 Yoshio Kondo Four points of action to support motivationwhen giving work instruction, clarify the true aims of the worksee that people have a strong sense of responsibility towards their workgive time for the creation of ideasnurture ideas and bring them to fruition11 January 2007MATS326/gurus.ppt

35 Yoshio Kondo Leaders must have a dream (vision and shared goals)strength of will and tenacity of purposeability to win the support of followersability to do more than their followers, without interfering when they can do it alonesuccessesability to give the right advice11 January 2007MATS326/gurus.ppt

36 Taiichi Ohno (1912-1990) graduated with mech eng degree from Nogoyaworked for the Toyoda Weaving Company1939: Toyota Motor as machine shop manager1988: Workplace Management ~ just-in-time and Toyota Production System (later known as Lean Manufacturing).regarded as the father of Just-In-Time (JIT) at Toyota.11 January 2007MATS326/gurus.ppt